Head Retention for Broadband based in Mumbai
Job Description:
We are seeking an experienced and strategic leader to head our Customer Retention function, with primary responsibility for designing retention-focused products, developing competitive tariff plans, and driving customer lifecycle value. The ideal candidate will have deep expertise in broadband or telecom product management, pricing strategy, customer analytics, and commercial planning, with a proven track record of reducing churn and improving customer profitability.
The role requires close collaboration with Sales, Marketing, Technology, Finance, Customer Experience, and Analytics teams to create innovative propositions that enhance customer satisfaction, increase loyalty, and maximize revenue.
Key Responsibilities
Product Design & Portfolio Management
- Develop and manage customer retention products and value propositions for broadband customers.
- Design innovative plans, bundled offerings, and loyalty programs aligned with market trends and customer needs.
- Continuously optimize the product portfolio based on customer insights, competitive intelligence, and business performance.
- Lead product lifecycle management from concept to launch and post-launch optimization.
Tariff Planning & Pricing Strategy
- Define pricing strategies and tariff structures to improve customer retention while maximizing profitability.
- Develop segmented pricing models for new and existing customers.
- Evaluate promotional offers, upgrade paths, and retention campaigns to minimize churn.
- Ensure tariff competitiveness through continuous benchmarking against industry peers.
Customer Retention Strategy
- Develop and execute comprehensive customer retention strategies.
- Identify churn drivers using customer analytics and recommend targeted interventions.
- Design personalized retention offers for different customer segments.
- Monitor retention KPIs and continuously improve customer lifetime value.
Commercial & Business Planning
- Drive revenue growth through retention-led commercial initiatives.
- Prepare business cases for new pricing propositions and product enhancements.
- Collaborate with Finance to evaluate pricing impact, margins, and ROI.
- Support annual operating plans and long-term commercial strategy.
Analytics & Insights
- Leverage customer data and market intelligence to identify opportunities for product innovation.
- Monitor key metrics including:
- Churn Rate
- Customer Lifetime Value (CLV)
- Average Revenue Per User (ARPU)
- Net Revenue Retention
- Offer Conversion Rate
- Product Adoption
- Present strategic recommendations to senior leadership based on analytical insights.
Cross-Functional Leadership
- Work closely with Marketing to develop retention campaigns.
- Partner with Technology and IT teams for product implementation and system enhancements.
- Coordinate with Customer Service and Operations to improve customer experience.
- Lead and mentor high-performing product, pricing, and retention teams.
Company Profile
We provide customers access to the best internet speeds for enhanced productivity, entertainment, and communication. We are --- of India’s largest ISPs with a presence in 350+ key cities across the country and counting. we connect homes and offices online with our Fiber-To-The-Home (FTTH) on Gigabit Passive Optical Network (GPON) technology. The GPON technology offers a reliable roadmap to meet customer demands. the end user via fibre optic cable, making it more efficient than a standard copper . We have successfully commissi---d and managing an NLD (National Long Distance) network in some major cities & public Wi-Fi solutions in Dharavi-Mumbai, Delhi, including major public festivals across India.We are passionate about delivering the best customer experience, and constantly strive to improve our services to meet the evolving needs of our customers.
Apply Now
- Interested candidates are requested to apply for this job.
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